**Upwork Communications and Social Media Guidelines

e.g. “Joe Reporter emailed! What do I do?!”

Typically, media/interview requests come to Upwork Comms. However, media sometimes reaches out to individuals (sometimes due to a referral or blog post, but other times because they’re being sneaky and rooting for dirt).

All media / interview requests must be forwarded to Upwork Communications before responding. Even if you receive an interview request “personally,” any statements you make will likely be viewed as representative of Upwork’s views so Comms needs to be involved.

Live Request (via phone or chat): let the reporter know: “It is our policy that Upwork Communications responds to all media inquiries.” Ask if you can gather the following:

• Name
• Media outlet
• Contact info (phone or Skype and email ideally)
• Do not comment any further. Even if you say something friendly like “off the record,” nothing is truly off the record with media
• Do not commit Upwork to the opportunity. Simply hand it off to press@upwork.com to handle

Requests via email: forward it to press@upwork.com and wait for a response before replying. Communications will:

1. Always respond to you within an hour (during normal business hours)
2. Qualify the inquiry to determine its legitimacy, as well as determine the best info to provide and the best way to provide it
3. Offer any additional counsel needed and update you on the outcome

When we receive a phone call, chat, or ticket request regarding a press inquiry, we should gather all the information we can from the user, and then close the ticket and forward the request to press@upwork.com.

Use macro: General > Media Request

What does “Social Media” Encompass?

Social media encompasses online technologies that enables public communication between people. Sites that are considered social media under these guidelines include the following:

• Social Networking, e.g. Facebook, Twitter, LinkedIn, Google+, etc.
• Q&A Sites, e.g. Quora, Stack Exchange, etc.
• Content Sharing, e.g. YouTube, Vimeo, Pinterest, Instagram, Slideshare, Reddit, StumbleUpon, Digg, Slashdot, etc.
• Reviews, e.g. Yelp, CNET, epinions, etc.
• Blogs, e.g. Wordpress, Blogger, Tumblr, Drupal, Wikis, etc.

Can we share about Upwork on our Social Media?

(i.e., “I’m so excited about [insert Upwork-related topic] I want to blog about it / Tweet about it / Shout it out on Facebook.”)

• Upwork encourages sharing of public Upwork content (blog posts, Hiring Headquarters posts, official press releases, etc.) and participation in social conversations, but cautions you to do so with keeping a stellar online reputation in mind.
• Do not disclose confidential and proprietary information, internal business processes or comment on Upwork’s business performance. Only authorized spokespeople are authorized to make official statements on behalf of Upwork on social media.
• When in doubt, reach out to our social media team at socialrequests@upwork.com for clarification.

The official Upwork Facebook, Twitter, LinkedIn, YouTube, Google+ pages, etc., are managed by the social marketing team. Don’t reply to comments on the official Upwork Facebook page. If you see a comment or post on an official channel that needs to be addressed, please email socialrequests@upwork.com and cc problematic-to-PR@upwork.com with a screenshot and a direct link to the post (click the timestamp to get a direct link).

Occasionally, you may encounter social posts in groups, pages or profiles about Upwork that are not officially managed by the Upwork Marketing Team. Don’t reply to comments on these pages. If you see a comment or post that needs to be addressed, please email socialrequests@upwork.com with a screenshot and a direct link to the post.

The following guidelines are designed to help the support team understand best practices when it comes to social communication and talking about Upwork:

• Online is forever. Despite fast turnover of social feeds, most posts stay public indefinitely and are stored on servers for even longer. Even seemingly secure channels, like private Twitter feeds or Facebook pages, can be inadvertently or purposefully exposed by changes in settings, Terms of Service, hackers and even by taking screenshots.
• Only authorized spokespeople can speak on behalf of Upwork. The marketing team has identified official spokespeople who are authorized to speak on behalf of Upwork in the press and other external communications. To avoid sounding like an Upwork spokesperson, use pronouns like “I”, “my” and “me” and avoid the use of “we,” “our” or “us.”.
• Do not disclose confidential and proprietary information, or comment on Upwork’s business performance. Examples of confidential information include internal business processes, communications and presentations, trade secrets, HR matters and business metrics like current retention rates, revenue, projected business performance or future business strategies. When in doubt, please check with the Upwork communications team (press@upwork.com) first before disclosing information.
• Protect Upwork's clients, freelancers, partners and suppliers. Never identify a client, contractor, partner or supplier by name without written approval and never discuss confidential details of a user engagement. Upwork keeps a file of signed permission releases from clients and contractors who have approved being referenced. If you would like to have a new reference checked for permission, please contact press@upwork.com.
• Respect others. The Upwork community is extremely diverse, with a wide range of ethnicities, religions, political beliefs and values. Avoid using ethnic slurs, insults, obscenities and making inflammatory statements.
• Avoid comparisons. Avoid comparing/contrasting Upwork with competitors or disparaging a competitor on social channels. It can be perceived as petty and defensive, even if the intention is to point out Upwork’s strengths.
• Respect intellectual property and fair use laws. Respect the laws governing intellectual property and fair use of material owned by others.